Jessica_Washington | 2020-10-14 13:34:50 UTC | #1
Hi all,
Our org is moving from Twilio to Purecloud and we are trying to replicate a feature we had utilized heavily with our integration with Salesforce. We are collecting inbound callers' first and last time during a request for a callback, transcribing using Amazon Lex, and passing this transcribed value to Salesforce. This is working without a problem.
In Twilio, we were also able to pass a .wav of the actual call in case there were errors in transcription. The agent could see a garbled name, listen to the original file, and correct the transcription. Is there a way to replicate this end functionality within Purecloud?
I understand that we may be able to pass the interaction URL to Salesforce, but this is complicated by the fact that the interaction isn't 'complete' until the Callback happens hours later. We need this recording passed at the same time the transcription is passed to Salesforce.
Is this possible? Thank you for any help or clarity!
system | 2020-11-13 21:58:28 UTC | #2
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